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Sm call / SGS ltd remittance very disappointing!


lgayuchan

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Been doing remittances with sm call / SGS ltd which at first was ok but it turned so so bad, Transferred money to their account 29 aug for a 3 day service but ranged them a week later asking them why money wasn't received back home the answer? Technical problem! The customer service promised to follow it up and remittance money will be received by family with in 3 days. 3 days passed but nothing, ranged them again thursday and was advised to check on Monday the following week. Now here comes Monday but still nothing was credited to the account back home and its the third week. Phone call again was made and still their technical problem was at fault but they promised it will be credited within that week I ask for someone who is in charge hoping to be told a sensible reason they gave a number but instead it doesn't ring as it will go straight to a voicemail. Ranged customer service again but no one is picking my calls. The following day, tried to call customer service again but my call was being ignored for 3 times. 4rth try still no one is picking up but while doing this, I used my wife's mobile phone and guess what happened? A quick answer from sm call customer service which unlucky for him to be told off and being caught by surprise. I insisted to speak to somebody but shocking to know that customer service cannot do anything but to just email finance dept for follow ups and queries of remittances at the next conversation i was being told that due to Technical problems there will be a further 2-4 weeks delay, I now had enough of this foolish answers so I asked for a refund which they sent me a refund form sent back the form immediately on the 24th of September which it says refund will be on my account within 2 weeks. Ranged them 26/09/12 and they confirmed the form was received although I have proof of postage just in case and again was told will be on my account within 2 weeks which I thank god coz at last problem sorted. I thought its finished but still two weeks later ringing them for the same question where is my money? The next day October 10 ranged them again and now I discovered they can actually transfer my call to the head of finance? Mr head of finance of course apologised but blaming the mistake to his employees who mislooked my claim?! Hello?! He promised that by Friday 13 of October refund will be on my account if non to ring them on Monday 15 October and of course am not surprised ringing them again! On the 15th and again Mr head of finance blamed it to human error and re assured that I will received it by Friday 19 October? Up until today 22nd of October still cannot get hold of mr head of finance as he is on meeting whole day and again customer service told me that they will follow it up and will ring me back which they never do for the past month?! Really angry and frustrated! Have a family and work to think not this stupid phone calls which has the worst customer service waiting time ever!!! Any advices please? Was thinking legal action but how? Is it worth it?

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lgayuchan

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@bluekyle98 not sorted mine yet have called the Citizens advise bureau last wednesday but just gave me a website to check but could not follow the instruction given have found the financial ombudsman service instead which i filled up the complaint form to be sent tomorrow. did you made an appointment with C.A.B? Pls do help me how u did it with the citizens advise bureau if you could comment here. Thanks

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Forum Editor

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I have edited your last post to remove the email address that you posted. It's not a good idea to publish a personal address on a public web forum.

By way of an update - the company hasn't bothered to respond to my email contact, so regrettably my attempt at some practical help has failed.

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bluekyle98

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@Igayuchan i spoke to CAB over the phone. They told me to write a letter to SGS stating failure to provide due care under consumer rights act, and that legally they need to respond within 14 days and give them another 7days if still no response after that. I requested a full refund. You also have to send it via recorded delivery and you have to keep your copy. Its probably best to make a diary of all dealing you have made in case you still cant get sorted and will need to write to the financial ombudsman. Good luck.

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lgayuchan

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@bluekyle98 Thanks for info., I did not write formal letter but i did email the complaints division stating same things as you did but no response at all.

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lgayuchan

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@bluekyle98, Finally Refund sorted, money back on my account after a long long wait. I will never use this remittance and won't recommend either. Had the worst service ever!

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Ayamesan

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Hi I just been looking for a website for SM call/SGS International where I could voice my grievances against the said company. I also sent a huge amount of money for remittance, two months of empty promises and I finally decided to ask for refund, its nearly a month now and I'm still waiting for my refund.

I don't know what else to do, I have an idea that surely I'm not the only one experiencing this, true enough I found this forum. I am already thinking of getting professional help to chase my money but I'm not rich...

I have not been to see the C.A.B. but I have been sending SGS emails stating the failures and the inconveniences they put us on us. Unfortunately, I have not get one decent response/reply.

I do hope we will get our hard earned money back before Christmas, better yet, end of November. Any suggestion please.... Thank you!

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bluekyle98

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@ayamesan,you can phone citizens advice beureau and they will transfer u or give u their department that deals with that kind of issue and its free of charge. They are very helpful. Or if not look for financial ombudsman website.

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vyb

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Hi! Got the same problem with sm call. Remitted my money first week of Aug, sent my second refund form on 6 Oct, its almost 5 mos now. For 3 consecutive Fridays, I've been receiving promises of a refund from them. Also having a hard time talking to the remittance people. Possible that they really have a record of numbers that they should avoid. The legal head is undeniably worthless! Thanks to this forum and will try contacting CAB tom.

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lgayuchan

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@VYB this sm call/sgs international ltd company remittance issue is really a very stressful experience to deal with. Ist, they have a customer service that doesn't have any clue of what help they can give to their customer apart from saying they will follow it up and will ring you back which surely they never do, have a head of finance/legal/complaints division who don't have control or just pretending not to make actions and just blame errors to his employees. promises made after promises to refund your money but the hell they keep their words. Surely there are a lot of customers awaiting refund of their money. Ring CAB for advice aswell as download the fill out Financial Service Ombudsman form and sent it back to them to help with investigation of your transaction.

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bluekyle98

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Hi everyone. Sgs connect or so called sm calls has got a facebook page. You may now have a chance to publicly air your opinion of their public service as a consumer. I seem to also ran across a seperate forum on this website regarding sgs connect's poor service way back march of this year.

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